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International Conference “ А DDRESSING QUALITY OF WORK IN EUROPE”, 18-19 October 2012. Employees` engagement – effects on business performance and main drivers Gergana Gancheva, PhD Candidate, SU”St.Kliment Ohridski”, [email protected] Contents.

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International conference ddressing quality of work in europe 18 19 october 2012

International Conference “ АDDRESSING QUALITY OF WORK IN EUROPE”, 18-19 October 2012

Employees` engagement – effects on business performance and main driversGergana Gancheva,PhD Candidate, SU”St.Kliment Ohridski”,[email protected]


  • 1. Main Research Questions and Research Database – details

  • 2. Employee Engagement (EE) concept

    2.1. Theoretical background

    2.2. Employee engagement VS Other Constructs

    2.3. AONHewitt definition of EE

  • EE – impact on company performance

  • EE and quality of work

  • Results and trends for Bulgaria

  • Conclusion

1 main research questions research database
1. Main Research Questions&Research database


2 research questions and database
2. Research Questions and database

How organizations in Bulgaria improve the level of engagement of their employees?

Does and How EE reflects on the overall company performance and other business metrics?

360 Bulgarian companies, 13 industries

61 273 employee opinions gathered

587 top managers

4 consecutive years - 2008-2012

What are the drivers that influence employee performance in the recent years in Bulgaria?

Which factors from the working environment have impact on employee engagement?

The measurement scale
The Measurement Scale

Opinions were measured on a scale of 6 (1= I absolutely do not agree, 6= I totally agree), so as to force even those to voice an opinion for whom it is harder to explain/voice what they think.







Section: About the Study

2 employee engagement ee concept
2. Employee Engagement (EE) concept


2 1 theoretical background
2.1. Theoretical background

3. Employees perspective

2. Business/Management perspective

1. Academics – Kahn, Macey, Schaufeli

2 2 ee vs other constructs

Organisational Citizenship Behaviour


Organisational commitment

Employee satisfaction



2.2. EE VS Other Constructs

Employee motivation


2 3 aonhewitt definition of engagement 1
2.3. AonHewitt definition of Engagement(1)


Do people like working for this company?


Do employees want to contribute to the success of the company?


Employees do want to contribute to the success of the company,

and they really act upon that?

Engagement is a behavior
Engagement is a behavior…

Engagement is the state of emotional and intellectual involvement that motivates employees to do their best work.

2.3. AonHewitt definition of Engagement(cont.)

Three key behaviors cumulatively indicate strong Engagement:




Employees consistently speak positively about the organization to co-workers, potential employees and most critically, customers (current and potential)

Employees have an intense desire to be a member of the organization

Employees exert extra effort and engage in work that contributes to business success

3 does engagement really drive business results
3.Does Engagement Really Drive Business Results?

  • We have identified strong and consistent links between engagement and performance measures:

    • Productivity and retention

    • Employee commitment, in-role and extra-role behavior

    • Customer satisfaction and loyalty

    • Performance

    • Quality

    • General financial results - as profitability, revenue growth, earnings per share

  • Multiple lines of evidence demonstrate and support this link:

    • Cross-Company and Employee Engagement and Motivation research

    • Academic research

    • Case studies

3.Does Engagement Really Drive Business Results? (cont.)

What links have you established to employee engagement?


Employee turnover



Retention of key talent


Customer satisfaction or loyalty




180° / 360° manager feedback



Financial indicators


% of organisations

Source: Aon Hewitt Future of Engagement Study May 2010

4 ee and quality of work
4.EE and quality of work

Engaged employees

…understand the organization’s objectives and their role

…passionate and enthusiastic about their work

…have a strong desire to be part of the organization

…motivated to go above and beyond in their jobs

…have significantly better outcomes

4 ee and quality of work cont
4.EE and quality of work(cont.)

Senior Leadership

Strong Senior Leaders

Employee Value Proposition

1.Organization is considered a best place to work

2.Organization delivers on promises to employees

3.Support learning and development of employees

1.Benefit plan meets needs well

2.Recognition for accomplishments

3.Future career opportunities

4.Paid fairly

Total Reward

Enabling Performance

1.Tools and resources to support productivity

2.Work processes support productivity

Bulgarian employees - 2012

Colleagues and the support they get from them

Physical Work environment

High Satisfaction

Quality of the work equipment

Bulgarian employees- 2012

Career opportunities

Pay and benefits

Low Satisfaction

Senior Leadership

Thank you
Thank you!